We are seeking a Sr. Customer Solutions Manager (CSM) to join our Healthcare & Life Sciences (HCLS) team. In this role, you will independently own and drive end-to-end customer initiatives, partnering with Global Account Managers and Solutions Architects to deliver outcomes for the AWS customers.
Our team is committed to helping industry enterprise customers enable their digital transformation journeys. Our primary goal is to meet customers where they are in their cloud journey and work backwards from their industry specific needs to transform their business and their entire industry. Our team speaks the language of our industry customers, which means that we focus on business outcomes and industry use cases on behalf of our customers, whether that is how we build products and solutions, how we sell, how we deliver, or how we partner.
If you are excited about the prospect of using your cloud architecture experience to assist strategic global customers, tackling challenging problems, have a hand in shaping the future of cloud adoption, enhancing and growing your own skills, and having fun, then we would love to hear from you.
You will be a critical partner to our customers — working across central IT and Lines of Business on AI-led transformation, data strategies, and large-scale migrations. You work backwards from customer business problems to drive adoption and lead discussions that move initiatives forward to increase adoption through business value.
You are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of AWS/Amazon to our customers, you will proactively help solve the customer's challenges through new ideas, tools and mechanisms.
Successful candidates will have a strong technical background, be aware of details that matter, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, and successfully engage virtual teams. Your enterprise cloud experience and operational excellence will influence the team's decisions, provide insight, and help drive secure and robust solutions.
You should be passionate about delivering a great customer experience by deploying AWS solutions and driving innovation. Our team is customer obsessed as we support everything from day-to-day migration work to commercial product launches on AWS.
Key job responsibilities
You will establish a deep understanding of your customer's business vision, culture and processes, and evangelize AWS services and influence customers to adopt the right solution at the right time. Customer Solutions Managers are responsible for six focus areas:
1/ Independent End-to-End Initiative Ownership
Independently own customer initiatives across the full journey — from opportunity identification through delivery and ongoing adoption. Work backwards from customer business problems, lead scoping and architecture discussions with Solutions Architects, and drive initiatives to successful outcomes.
2/ Large Customer Program Ownership
Implement governance structures for large initiatives. Run cadences, drive cross-workstream alignment, and ensure customer stakeholders see progress and value.
3/ Delivery Accountability
Be the steward of business outcomes on initiatives delivered by Professional Services and/or partners. Set governance, monitor progress, and escalate early when delivery is at risk.
4/ Strategic Opportunity Identification & Execution
Work backwards from customer business objectives to identify and drive strategic cloud opportunities — GenAI, agentic AI, migrations, data platforms, commercial innovation. Partner with Global Account Managers and Solutions Architects to drive executive relationships and uncover new opportunities to increase cloud adoption.
5/ Accelerate Adoption & Customer Enablement
Drive consistent AWS adoption across the account. Build customer cloud fluency — helping teams grow their capability through enablement, learning events, and hands-on engagement — so customers unlock the full value of AWS and scale independently.
6/ Builder Mindset (nice to have, growing in importance)
Bring a builder mindset — comfort with emerging technologies and a willingness to get hands-on, prototyping low-complexity solutions alongside Solutions Architects to demonstrate value and build technical credibility with customers.
A day in the life
HCLS customers are rapidly expanding their relationship with AWS across central IT and Lines of Business. You independently own your workstreams. On any given day, you might be: working with a customer stakeholder to shape an opportunity through scoping and architecture discussions; driving adoption through enablement or hands-on engagement; escalating a delivery issue before it becomes a fire; or presenting initiative status at a customer governance meeting. You partner closely with Global Account Managers and Solutions Architects, and operate with entrepreneurial ownership throughout the customer journey.
